Ontology Proposal for Support Team: A Case Study in a Software Development Company for the Financial Market

Maria Lazaretti, Vitor Silva, Nelson Nunes Tenório Junior, Nelson Nunes Tenório Junior, Thaise Teixeira, Steffi Becker

2023

Abstract

Knowledge management has become a crucial activity for organizations focused on knowledge. This is particularly true for software development companies, as their knowledge has become a complex factor directly influencing the practice of developing and maintaining software products. One challenge in software maintenance is organizing knowledge effectively. While tools like bug tracking support the maintenance of software-based products, they primarily automate processes and may not address knowledge organization comprehensively. To enhance tool utilization, one approach is to incorporate ontology, which explicitly represent knowledge for efficient retrieval. This work aims to present a prototype ontology that can be further improved through a proactive and reactive knowledge management initiative in a software development company. A case study was conducted in the customer support sector of the company, utilizing data analysis from a dedicated database and engaging in conversations with a company collaborator. The prototype is presented along with its capabilities to address the problem identified in this study. It is concluded that the developed ontology could be an option for assisting the knowledge organization process in the studied company. However, further research is necessary to assess the return on investment of implementing the suggested solution.

Paper Citation

in Harvard Style

Lazaretti M., Silva V., Nunes Tenório Junior N., Teixeira T. and Becker S. (2023). Ontology Proposal for Support Team: A Case Study in a Software Development Company for the Financial Market. In Proceedings of the 15th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS; ISBN 978-989-758-671-2, SciTePress, pages 73-84. DOI: 10.5220/0012237700003598

in Bibtex Style

@conference{kmis23,
author={Maria Lazaretti and Vitor Silva and Nelson Nunes Tenório Junior and Thaise Teixeira and Steffi Becker},
title={Ontology Proposal for Support Team: A Case Study in a Software Development Company for the Financial Market},
booktitle={Proceedings of the 15th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS},
year={2023},
pages={73-84},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012237700003598},
isbn={978-989-758-671-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 15th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS
TI - Ontology Proposal for Support Team: A Case Study in a Software Development Company for the Financial Market
SN - 978-989-758-671-2
AU - Lazaretti M.
AU - Silva V.
AU - Nunes Tenório Junior N.
AU - Teixeira T.
AU - Becker S.
PY - 2023
SP - 73
EP - 84
DO - 10.5220/0012237700003598
PB - SciTePress